Support Account Manager

As a Support Account Manager (SAM) at our company, you will serve as a trusted advisor and primary technical contact for key accounts. Your role will involve helping customers resolve issues, optimize their support experience, and drive innovation. Here is a breakdown of what you will be doing: - Support issues: You will assist customers in resolving issues, manage cases and escalations, conduct root-cause analysis, and handle special projects. - Provide reports: You will be responsible for generating reports on the health of the customer's instance. - Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning. - Advocate for customers: Act as an escalation point for customer-submitted cases and requests. - Client Relationship Management: Establish and maintain strong relationships with key accounts, serving as the primary contact for customer inquiries. - Issue Resolution: Address and resolve customer issues by coordinating with various departments to ensure customer satisfaction. - Customer Onboarding: Guide new customers through the onboarding process to ensure effective use of our products or services. - Performance Monitoring: Monitor customer support metrics to identify trends, areas for improvement, and potential issues to enhance service delivery. - Cross-Functional Collaboration: Work closely with other departments to address customer needs and improve product offerings. - Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions for personalized service. - Feedback Collection: Gather and analyze customer feedback to identify areas for improvement and report findings to relevant departments. - Proactive Engagement: Anticipate customer needs and proactively offer assistance, updates, or new features. - Documentation and Reporting: Maintain accurate records of customer interactions and support activities and generate reports for insights. In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations. To excel in this role, you should possess: - Communication Skills: Strong verbal and written communication skills are crucial for effective interactions with customers and internal teams. - Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively to ensure customer satisfaction. - Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously. - Customer-Centric Mindset: Commitment to delivering exceptional customer service and fostering positive relationships. - Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. - Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments. - Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. - Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity. Education: - Bachelor's degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience). - Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus. This role is critical in ensuring customers achieve long-term success with our company, driving retention, adoption, and maximum value from our platform.,